Meet the Customer Contact Week Speakers

Headliners


Earvin "Magic" Johnson
Earvin "Magic" Johnson
Chairman & CEO
Magic Johnson Enterprises
Ambassador Nancy Brinker
Ambassador Nancy Brinker
Founder
Susan G. Komen Foundation
Sasha Chatani Lucas
Sasha Chatani Lucas
VP-Omni Experience
Verizon Fios
Lance Gruner
Lance Gruner
EVP, Global Customer Care
Mastercard
Tony Hsieh
Tony Hsieh
CEO
Zappos
Shep Hyken
Shep Hyken
Chief Amazement Officer
CCW Influencer

Speakers


Jeff Allison
Jeff Allison
SVP, Global Contact Centers
Visa
Amy Arden
Amy Arden
Senior User Experience Designer
Dick's Sporting Goods
Grace Arrazcaeta
Grace Arrazcaeta
Enterprise Transformation Lead
Celebrity Cruises
Amanda Askins
Amanda Askins
Assistant Director Call Center Operations
Wynn Las Vegas
Monika Aufdermauer
Monika Aufdermauer
Director, Customer & Marketing Operations
August Home
Bob Azman
Bob Azman
Chairman of the Board
CXPA
Scott Ballantyne
Scott Ballantyne
Chief Marketing Officer
First Orion
Hilary Bauman
Hilary Bauman
Lean Customer Value Consultant
American Family Insurance
Colleen Beers
Colleen Beers
President, North America & Europe
Alorica
Steve Bell
Steve Bell
Director, Product Marketing
Talkdesk
Jared Benesh
Jared Benesh
Executive Director of Contact Center Technology / Product Strategy
Quicken Loans
Ahna Benson
Ahna Benson
Training and Development Manager
BARK
Nicole Bladzik
Nicole Bladzik
Director of Innovation
GreenPath
Jeanne Bliss
Jeanne Bliss
President
Customer Bliss
Chad Boonsupa
Chad Boonsupa
VP, Customer Experience
Vivino
Andrew Bowman
Andrew Bowman
Director of Operations
Windham Professionals
Shonda Bowman-Pero
Shonda Bowman-Pero
Director, Global Training & Quality
Match Group
Tom Brennan
Tom Brennan
Global Director, Customer Service Transformation
ServiceNow
Roger Brewer
Roger Brewer
Director of Customer Care & Network Service Integration
Sony Electronics
Kim Briden
Kim Briden
Director of Knowledge
Paylocity
Scott Brown
Scott Brown
Head of GTM
Amazon
Nina Brown
Nina Brown
Vice President of Client Solutions
Datamark
Lauren Bucknam
Lauren Bucknam
Lead Talent Recruiter
BARK
Jon Bunch
Jon Bunch
Senior Director, Work From Home
Prime Therapeutics
Shannon Burch
Shannon Burch
Market Vice President
ATB Financial
Megan Burns
Megan Burns
Founder & Principal
Experience Enterprises
Wilfred Busby
Wilfred Busby
SVP, Enterprise Contact Center/Donor Account Processing
St. Jude Children's Research Hospital
Holly Bush
Holly Bush
Director, Business Development
Staffing Solutions Organization
Dwayne Calder
Dwayne Calder
Managing Director, Insight and Enablement
ATB Financial
Reality Canty
Reality Canty
Experience Researcher
Airbnb
Ryan Carrigan
Ryan Carrigan
Solutions Architect
CallMiner
Rosetta Carrington Lue
Rosetta Carrington Lue
Former Senior Advisor Architect & Design, Office of Information & Technology
U.S. Department of Veteran Affairs
Tracy Carter
Tracy Carter
Director, Business Development & Marketing
LiveXchange
Cathy Cassels
Cathy Cassels
Senior Director Operations
Windham Professionals
Matt Cecil
Matt Cecil
Senior Manager, Chat Strategy
Verizon
Linda Chandler
Linda Chandler
National Service Center Resolutions Manager
GES
Richard Charette
Richard Charette
AVP, Digital Experience Design (DXD) - WF Virtual Channels
Wells Fargo
Sundar Chari
Sundar Chari
Director Customer Experience
Hertz
Dustin Cheek
Dustin Cheek
Vice President, Contact Center Operations
Prime Therapeutics
Cheryl China
Cheryl China
SVP Escalations
Citizens Bank
Matthew Clare
Matthew Clare
Director of Contact Center Solutions
Mitel
Joanne Clemente
Joanne Clemente
Head, Specialty Teams and Emerging Channels, North American Customer Contact Centre
BMO
Matt Cornwell
Matt Cornwell
AVP of Lean Customer Value
American Family Insurance
Krystal Cottrell
Krystal Cottrell
Business Architecture & Digital Servicing Integrations
Banner Health
John Cray
John Cray
VP, Product Management 
Enghouse
Michael Cronin
Michael Cronin
VP, Global Operations & Support
Openlink
Colin Crowley
Colin Crowley
VP, Customer Experience
Freshly Inc.
Marty DeGhetto
Marty DeGhetto
Chief Operating Officer
TTEC
Stuart Discount
Stuart Discount
CEO
PACE
Valdy Dobrila
Valdy Dobrila
Corporate VP, Sales and Service Strategy
New York Life
James Dodkins
James Dodkins
Founder and Customer Experience Rockstar
ROCKSTAR CX
Tamsin Dollin
Tamsin Dollin
Senior Product Marketing Manager
NICE inContact
Patrick Ebrahimian
Patrick Ebrahimian
Director of Business Improvement and Quality
Wyndham Desitnations
Sean Ellis
Sean Ellis
CX Vendor Operations, North America
Airbnb
Maddie Ellis
Maddie Ellis
BarkShop Happy Senior Leader
BARK
Lexi Emmons
Lexi Emmons
Senior Director, Customer Experience
Bright Horizons
Jeff Epstein
Jeff Epstein
VP, Product Marketing and Communications
Comm100
David Ernest
David Ernest
Manager, Contact Center Technology
Sunrun
Ronda Feague
Ronda Feague
Director, Instructional Design Strategy & Contact Center Learning
Choice Hotels International
Heather Francis
Heather Francis
Clinical Director Digital Integration
Banner Health
Michael Furman
Michael Furman
VP, Customer Support
Age of Learning, Inc.
Paul Gernon
Paul Gernon
Head of Customer Success
UENI Ltd.
Nina Gines
Nina Gines
Director, Member Services
CerpassRx
Hernan Giraldo
Hernan Giraldo
VP, Customer Experience Operations
BARK
Sheila Glenn
Sheila Glenn
Manager of National Service Center
GES
Rob Gofourth
Rob Gofourth
VP Operations, Strategy, & Performance
BCBS North Carolina
Boris Grinshpun
Boris Grinshpun
General Manager, CRM Product Group
LiveVox, Inc.
Alex Gross
Alex Gross
Director of Insights & Customer Advocacy
BARK
Sam Hahn
Sam Hahn
Technology Evangelist
eGain Corporation
Drew Hall
Drew Hall
Director of Customer Experience
Vylla
Marvin Hamilton
Marvin Hamilton
VP, People
Conde Nast
Judi Hand
Judi Hand
Chief Revenue Officer
TTEC
Catherine Hanson
Catherine Hanson
Director of Patient and Family Councils
University of Miami, Miller School of Medicine
Kayla Hart
Kayla Hart
Manager, Entertainment Event Sales
T-Mobile Arena
Debra Heim
Debra Heim
Telecommunications Call Center Manager
State University College at Oneonta
Scott Helmus
Scott Helmus
Chief Operating Officer
Magellan Health
Lance Hood
Lance Hood
Chief Marketing Officer
TRUSTID, Inc.
Neil Hooper
Neil Hooper
Senior Marketing & Product Manager
Poly
Ted Hunting
Ted Hunting
SVP, Marketing
Bright Pattern
Jim Iyoob
Jim Iyoob
Chief Customer Officer
Etech Global Services
Erica Javellana
Erica Javellana
Speaker of the House
Zappos Insights
Erica Kelly
Erica Kelly
Director Consumer Sales and Service, Atlantic North Region
Verizon
Henry Kim
Henry Kim
Senior Director, Digital Audience Engagement
Caesars Enteratinment Corp.
Thomas Kim
Thomas Kim
Director of Workforce Planning & Optimization
CIBC
David Kiszka
David Kiszka
Customer Success Director
CallMiner
James Kowalczyk
James Kowalczyk
Senior Director, Patient Admissions
Fresenius Medical Care
Jim Kukral
Jim Kukral
Author, Unskippable
CCW Influencer
Kelley Kurtzman
Kelley Kurtzman
VP Global Consumer Sales & Services
Verizon
Jamie Lancaster
Jamie Lancaster
VP, Contact Centers and G&A Expense Optimization
Kroger
Terry Lang
Terry Lang
Vice President Retail Customer Contact Center, National Operations Manager
Comerica Bank
Eric Laracuente
Eric Laracuente
Director of Contact Center Technology
Secura Insurance Group
Brian LaRoche
Brian LaRoche
Director, Outreach Marketing
CallMiner
Roger Lee
Roger Lee
Director of Customer Success
Gridspace
Ali Lichtenstein
Ali Lichtenstein
Director, Customer Experience Design
Dow Jones
Chip Liebenow
Chip Liebenow
Former Director, Customer Care
Home Depot
Russel Lolacher
Russel Lolacher
Web and Social Media Services Expert
CCW Influencer
Brian Loveys
Brian Loveys
Program Director, Watson Products
IBM
Dave Luberts
Dave Luberts
EVP of Sales and Operations
Windham Professionals
Nicholas MacDonald
Nicholas MacDonald
Customer Service Team Lead
Machias Savings Bank
Casey MacMillan
Casey MacMillan
Trade Manager
Whirlpool
Diane Magers
Diane Magers
CEO
CXPA
Heather Manspeaker
Heather Manspeaker
Marketing & Development Executive
RDI
Beth Marchetti
Beth Marchetti
Director of Customer Support
Clearent
Marilyn Markham
Marilyn Markham
Director of Digital Services
AMEX Global Business Travel
Kelly Marshall
Kelly Marshall
Senior Director, Business Architecture & Digital Servicing Integrations
Banner Health
Todd Marthaler
Todd Marthaler
Industry Lead, Contact Center
Appian
Trina Martin
Trina Martin
Corporate VP, Service Strategy
New York Life Insurance Company
Lauren Maschio
Lauren Maschio
Product Marketing Manager
NICE Nexidia
Gabriele Masili
Gabriele Masili
Chief Technology Officer, Customer Service and Support
Microsoft
Jaime Mattson
Jaime Mattson
Director, Customer Performance
Panasonic Avionics
Greg McConney
Greg McConney
Associate Director of Advanced Analytics, Customer Service Operations
Verizon Consumer Group
Chris McFadin
Chris McFadin
Speech Analytics Consultant and Team Lead
Northwestern Mutual
Donna McNeil
Donna McNeil
COO
GreenPath
Alex Mead
Alex Mead
Global Customer Service, Experience & Operations Director
Edrington & ATPI
Annie Meehan
Annie Meehan
Author, AM Speaking
CCW Influencer
Denny Michaud
Denny Michaud
Manager, Customer Relations, National Contact Centre
Canadian Blood Services
Safia Michel
Safia Michel
Director of Patient Expense Innovation and Analytics
University of Miami, Miller School of Medicine
Chris Mitcham
Chris Mitcham
SVP of Servicing
Security National Automotive Acceptance Company
Chris Mitcham
Chris Mitcham
SVP of Servicing
Security National Automotive Acceptance Company
Abby Monaco
Abby Monaco
Senior Product Marketing Manager
NICE Nexidia
Mary-Anne Moreau
Mary-Anne Moreau
Manager, Information Nurse Services National Contact Centre
Canadian Blood Services
Christopher Mulligan
Christopher Mulligan
Chief Executive Officer
TalentKeepers
Jessie Nelson
Jessie Nelson
Performance and Portfolio Manager, Sales and Service Operations
American Family Insurance
John Ngo
John Ngo
Customer Experience Management
Sun Basket
Wilson Nieves
Wilson Nieves
VP Customer Experience
Pole To Win
Dee Nilles
Dee Nilles
Director of Consulting
GamEffective
Tom Nusspickel
Tom Nusspickel
Chief Operating Officer
American First Finance
Caroline Ong
Caroline Ong
AI and Analytics Leader, NA Communications Sector
IBM Watson
Kay Phelps
Kay Phelps
Senior Manager
8x8
Jason Phillips
Jason Phillips
Senior Manager Voice & Data Systems
Discover Financial Service Inc.
Becky Ploeger
Becky Ploeger
VP Sales & Strategy
USAA
John Pompei
John Pompei
Head of Player Experience Operations
Electronic Arts (EA)
Amy Poole
Amy Poole
Member Experience Coach
Conexus Credit Union
Nancy Porte
Nancy Porte
Vice President of Global Customer Experience
Verint
Brad Prescott
Brad Prescott
Senior Manager, Customer Experience
Asurion
Jonathan Pritchard
Jonathan Pritchard
Product Writer, Trainer
365 Cannabis
Carolynn Repie
Carolynn Repie
Sales Manager
GES
Steve Riddell
Steve Riddell
Head of Customer Experience
Casper
Leigh Roach
Leigh Roach
Customer Service Manager
Johnston & Murphy
Ofer Ronen
Ofer Ronen
General Manager, Chatbase
Google
Dan Rood
Dan Rood
VP, Product Marketing
Genesys
Kim Rosenlund
Kim Rosenlund
Vice President of Marketing and Customer Experience
United Dental Partners
Brandon Rowe
Brandon Rowe
Sr. Manager, Product Marketing, WFO
Opentext
Charles Ryan Minton
Charles Ryan Minton
Author, Thanks for Coming in Today
CCW Influencer
Vince Salvione
Vince Salvione
Sales Director
American Family Insurance
Thom San Filippo
Thom San Filippo
VP, Customer Service and Experience Design
Dow Jones
Matt Sanger
Matt Sanger
Customer Experience Operations
BARK
Callan Schebella
Callan Schebella
Chief Executive Officer
Inference Solutions
Amanda Schmidt
Amanda Schmidt
VP of Customer Success
UJET
Nicholas Schott
Nicholas Schott
Customer Experience Supervisor
BARK
Robert Settembro
Robert Settembro
SVP Operations
Yoga Works, Inc.
Adam Settle
Adam Settle
VP of Sharpen University
Sharpen CX
Maulin Shah
Maulin Shah
Director, Concierge Services Contact Center
BlueCross BlueShield of North Carolina
Michele Shuster
Michele Shuster
Partner
Mac Murray & Shuster LLP
Remus Siclovan
Remus Siclovan
Customer Experience Design, Business Application Analyst, IVR/Voice Recognition
MedImpact Health System
Kendyl Skinner
Kendyl Skinner
Manager, Workplace Experience & Communications
BARK
Shaun Smith
Shaun Smith
VP, Global Operations
IBM Cloud Platform
Nick Snively
Nick Snively
Senior Director, Academic Success Operations
2U
Ben Sobel
Ben Sobel
Customer Engagement Lead
BARK
Calvin St. Juste
Calvin St. Juste
Global Fraud COO
Morgan Stanley
Michael Stephens
Michael Stephens
Director Global CPC T1
Panasonic Avionics
Troy Stevenson
Troy Stevenson
VP & Global Head of Community Operations
Uber
Lisa Stoner
Lisa Stoner
Global Head of Support Operations
Uber
Matthew Storm
Matthew Storm
VP Marketing
Jacada
Louis Summe
Louis Summe
CEO and Co-Founder
LiveVox, Inc.
Akhil Talwar
Akhil Talwar
Senior Manager, Product, Bold
Bold360 by LogMeIn
Jim Tincher
Jim Tincher
Mapper-In-Chief
Heart of the Customer
Theresa Tisdale
Theresa Tisdale
VP Contact Center Operations
Equity LifeStyle Properties, Inc.
Kirsty Traill
Kirsty Traill
VP, Customer
Hootsuite
Abinash Tripathy
Abinash Tripathy
Founder & Strategy
HelpShift
David Tuomikoski
David Tuomikoski
Executive Director of Digital Products
USAA
Mary Tuten
Mary Tuten
Chief Operating Officer
Voyant
Joshua Tye
Joshua Tye
Director, Customer Experience
Compass Group
Ben Varela
Ben Varela
Manager, Principal Solution Consultant, Workforce Management
Aspect
Sean Vierling
Sean Vierling
President
Loxysoft
Divya Wakankar
Divya Wakankar
Head of Communication Innovation & VoLTE Product Management
BICS
Karen Walker
Karen Walker
Director, Customer Care
Anthem
Anthony Warden
Anthony Warden
Member Care
Texas Dow Credit Union
Jeremiah Webb
Jeremiah Webb
President, Shop on Fire
CCW Infuencer
Bruce Wedderburn
Bruce Wedderburn
Chief Sales Officer
Integrity Solutions Group, Inc.
Deloress Wellman
Deloress Wellman
Vice President, Operations Delivery
Allianz Partners USA
Scotty Werner
Scotty Werner
Author
Caddy Tales
Devon Westerholm
Devon Westerholm
Director of CX
Dropbox
Luke Williams
Luke Williams
Head of CX Straetgy & Thought Leadership
Qualtrics
Petra Wise
Petra Wise
Director of Customer Service
ezCater
Kevin Yeh
Kevin Yeh
Director, Global Marketing and Product Management
American Express
Lo Yost
Lo Yost
Training Coordinator
BARK

Advisory Board


Colleen Beers
Colleen Beers
President, North America & Europe
Alorica
Jeanne Bliss
Jeanne Bliss
President
Customer Bliss
Celika Caldwell
Celika Caldwell
VP Experience Design
AARP
Cheryl China
Cheryl China
SVP Escalations
Citizens Bank
Bruce Eidsvik
Bruce Eidsvik
SVP Field Marketing
Genesys
Lance Gruner
Lance Gruner
Executive Vice President, Global Customer Care
MasterCard
Ronny Haimé
Ronny Haimé
VP - Global Head of Service Delivery
Groupon
Judi Hand
Judi Hand
Chief Revenue Officer
TTEC (formerly known as TeleTech)
Jennifer Hanson
Jennifer Hanson
Senior Director, Target.com Guest Services & GiftCard Operations
Target
Shep Hyken
Shep Hyken
Chief Amazement Officer
Shepard Presentations, LLC
Jim Iyoob
Jim Iyoob
Chief Customer Officer
Etech Global Services
Mary Beth Jenkins
Mary Beth Jenkins
Chief Operating Officer
UPMC Health Plan
Mark Killick
Mark Killick
VP, Care
GrubHub
Kelley Kurtzman
Kelley Kurtzman
VP Global Consumer Sales & Services
Verizon
Gabriele Masili
Gabriele Masili
Chief Technology Officer, Customer Service & Support
Microsoft
Mario Matulich
Mario Matulich
Executive Director
Customer Management Practice
Brad Nichols
Brad Nichols
Global Customer Service Leader
Dun & Bradstreet
Becky Ploeger
Becky Ploeger
VP, Sales & Service Strategy
USAA
John Pompei
John Pompei
Head of Customer Care Operations
Electronic Arts
Steve Prodger
Steve Prodger
CRO
SmartAction
Holly Simmons
Holly Simmons
Global Product Marketing, Customer Service Management
ServiceNow
Paul L. Turner
Paul L. Turner
Vice President Operations
WebMD
Hui Wu-Curtis
Hui Wu-Curtis
GM, Customer Operations & Strategy
Arizona Public Service
Carla Zuniga
Carla Zuniga
SVP, Operations & Technology
Allstate Insurance Company
Pradeep Rathinam
Pradeep Rathinam
Founder & CEO
AnswerIQ